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Service Performance Gap

16 references·16 citing·37 second hopsampled

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References

1994The Commitment-Trust Theory of Relationship Marketing22,337 cited
1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
1990Foundations of social theory16,594 cited
1993Organizational culture and leadership16,462 cited
1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions14,475 cited
1965Exchange and Power in Social Life.13,624 cited
1965Inequity In Social Exchange10,813 cited
1992Measuring Service Quality: A Reexamination and Extension10,646 cited
1987Developing Buyer-Seller Relationships9,139 cited
1984A Service Quality Model and its Marketing Implications6,560 cited
1990A Model of Distributor Firm and Manufacturer Firm Working Partnerships5,824 cited
1974Organizational commitment, job satisfaction, and turnover among psychiatric technicians.5,724 cited
1990Zero defections: quality comes to services.5,373 cited
1970Role Conflict and Ambiguity in Complex Organizations5,257 cited
1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
1990

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Relationship Quality in Services Selling: An Interpersonal Influence Perspective

4,760 cited

Cited by

2001Cross‐national assessment of service quality in the telecommunication industry: evidence from the USA and Germany77 cited
2005Price, brand cues, and banking customer value74 cited
2012Reviewing and conceptualising customer-perceived value70 cited
2000The service performance gap: testing the redeveloped causal model63 cited
2017Customer and selling orientations of retail salespeople and the sales manager's ability-to-perceive-emotions: A multi-level approach53 cited
2015The Behavioral Consequences of Service Quality: An Empirical Study in the Chinese Retail Pharmacy Industry46 cited
2012Customer Integration during Innovation Development: An Exploratory Study in the Logistics Service Industry43 cited
2011Modelling e‐service quality and its consequences in India: an SEM approach40 cited
2008Firm–employee relationship strength—A conceptual model37 cited
2016Mediating Role of Customer Satisfaction in the Mid-Market Hotels: An Empirical Analysis27 cited
2009Building Customer Loyalty: A customer experience based approach in a tourism context27 cited
2016Investigating the Effects of Consumer Innovativeness, Service Quality and Service Switching Costs on Service Loyalty in the Mobile Phone Service Context26 cited
2006The Relationship between Timing of Tipping and Service Effort25 cited
2008An empirical study of the uptake of performance measurement by Internet retailers23 cited
2013Developing strategies for improving the service quality of casual-dining restaurants: New insights from integrating IPGA and QFD analysis22 cited
2014Demand- and supply-side cross-functional relationships: an application of disconfirmation theory21 cited